Technical/Customer Service Representative - Bilingual
Duties and Responsibilities
- Act as the primary resource within the customer service team to provide customer service and technical support to customers who utilize the company's diagnostic and other proprietary products through a toll free support line.
- On call/after hour support with additional compensation. This is conducted outside of the office with no requirements to go into the office outside of regular work hours. A rotating cell phone allows the employee to receive "urgent" messages left by customer that requires immediate call back.
- Effectively interact with Marketing, Outside and Inside Sales, Order Services, Quality, Regulatory and Distribution to assist these groups in providing comprehensive support and services to our customer base.
- Maintain detailed notes on all incoming calls.
- Effectively access and utilizes a Customer Service database (i.e.
CALLTRAK), which records and measures support and service interaction with customers.
- Maintain documentation in compliance with regulatory guidelines and properly identifies those product issues that require additional follow-up.
- Take initiative and strive to improve personal abilities to assure and maintain the highest possible standards of technical/customer service satisfaction.
- Follow through on commitments and maintains a positive working relationship with external and internal customers and/or co-workers.
- Handle order processing and other duties related to serving account managers and external customers.
- Assures orders are error-free.
- Work on case studies and other departmental projects.
- Review daily reports entering data in necessary programs.
Knowledge and Skills
- 0-2 years of technical/customer service experience
- Minimal background in the science/medical field
- Proficiency in server based software and PC packages
- Ability to maintain a positive attitude
Education
- Two or more years of continuing education with an emphasis in the medical/science field
- Diabetes Mellitus background preferred
Physical Requirements
- Sitting for long periods of time
- Communicate via telephone and computer for long durations of time
